Empowered Consumers Call For Sustainability Transformation
For over a decade, Forrester has been measuring the drivers and implications of increasingly empowered consumers — those shoppers who eagerly experiment with new brands and products, use sophisticated...
View ArticleInsights From Forrester’s US Retail Recovery Heat Map, January 2021
Over the last 10 months, we have estimated how the retail economies of 30 major US metropolitan areas are recovering from COVID-19. By aggregating 11 metrics (across retail sales, local economic...
View ArticleFour Key Takeaways For Brands From CES 2021
Customers don’t buy technology. They don’t even buy products. They buy into the promise of a brand and then measure its delivery through outcomes. How do you squeeze 60 football fields into inches? By...
View ArticleCustomer Service Technologies Are Variably Effective: Know Your Options
During the pandemic, devastated customers reached out to customer service organizations to seek advice or support. In doing so, customer service became the lifeline for these customers. This dynamic...
View ArticleWhat I See Coming For The Channel: 2021
Last year ended up being a tale of two cities for the channel. On one hand, customers and governments recognized partners as an essential service and central to their ability to rapidly respond to a...
View ArticleIt’s Time To Stop Paying For Commoditized Endpoint Security Features
Today’s enterprise security buyers evaluating a new endpoint security suite often begin with a security RFP layered thick with many existing endpoint security features and capabilities, including...
View ArticleLe CDO Prend Sa Place Autour de la Table
De plus en plus, les CDOs rejoignent la table des comités exécutifs d’entreprise. Maintenant, il faut qu’ils comprennent ce qu’on attend d’eux. Le monde a changé, et les décideurs dans les sociétés...
View ArticleFive Actions Every Portfolio Marketer Should Take To Drive Business Value In...
As organizations prepare for 2021 and beyond, they need to focus on what matters most, which includes examining market trends and understanding buyer needs. Here are the five key actions portfolio...
View ArticleMicrosoft Is Now A Cybersecurity Behemoth
Microsoft has achieved its goal of being a mega-security vendor. For Microsoft competitors — which is almost every vendor — this also makes the company an existential threat.
View ArticleHow Customer Service Can Emerge Stronger From The Pandemic In 2021
The pandemic exposed some gaping holes in customer service technologies and processes. Learn the three key areas where customer service organizations should focus in the year ahead.
View ArticleOn International Data Privacy Day, Celebrate Your Employees’ Privacy
In their haste to manage the pandemic's impact, many employers deprioritized their data protection responsibilities. Now is the time to renew the focus on employee privacy and confidentiality.
View ArticleThe Top Tech That Will Win Over Banks In 2021
Banks are transforming their organizations with digital technologies. Forces such as emerging technology, fintechs, changing customer behavior, and the decomposition of the banking industry are...
View ArticleGE Healthcare: Brand Storytelling During A Crisis
At the beginning of 2020, as the COVID-19 pandemic started to take hold, GE Healthcare found itself at the center of the crisis. By March of that year, the media narrative had swung toward the shortage...
View ArticleWhat’s The ROI Of CX Transformation?
Do the benefits of CX transformation outweigh the costs and result in a positive ROI? How can you determine that for your company? Our newly updated report “The ROI Of CX Transformation” helps you...
View ArticleCybersecurity Lessons Learned From Snowmageddon
Social media reminded us that seven years ago, a mere two inches of snow in the middle of the day shut down Atlanta, our beloved city. It’s now affectionally referred to as Snowmageddon or...
View ArticleInsights From The Cutting-Room Floor
Because it’s hard to insert a real-time press interview into my daily schedule in a window that meets most press deadlines, I deliver a lot of my interviews via emailed responses to questions. Not all...
View ArticleGrowth Marketers Ignore E-Channels At Their Peril
Both business buyers and B2B sellers are increasing their participation in marketplaces. As the shift continues, companies that have experience of and actual success in marketing on marketplaces will...
View ArticlePrivacy And Security: We Need Both For Communications, And There’s An App For...
Our communications need to be both private and secure. The recent uproar about WhatsApp’s changes to its privacy policy is a good reminder of that fact. While the changes had implications for consumers...
View ArticleConsumers Are On Social Media, But That Doesn’t Mean They Want To Hear From You
It’s 2021. Social media is ubiquitous, from social networks to forums to brand-created communities to messaging apps. Brand marketers shouldn’t be asking if their consumers are on social media, but...
View ArticleIn 2021, Banks Must Sustain The Digital Momentum
We’re hitting the end of January. So, let me ask you, how is that New Year’s resolution coming along? Each year, many consumers vow to change their behavior come January 1, resolving to cut down on...
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